Customer Service Representative

Eaton; Santiago de Querétaro; On-site; MXN 201,000 - 335,000; Full time

Job summary

Eaton is seeking a dedicated professional to serve as the single point of contact for commercial support to distributors and sales engineers in Querétaro. You will interact with manufacturing plants and warehouses while managing multiple tasks to meet customer and internal requirements.

The role emphasizes order management, customer service excellence, process improvements, and collaboration with finance to resolve credit requests, in a fast-paced environment. English communication is required.

Qualifications

• Bachelor degree required.
• Minimum 1 year customer interaction/support experience.

Responsibilities

• Fulfill order management related activities for distributors.
• Drive customer affinity by delivering exceptional Customer Service (meeting or exceeding phone and email metrics as well as team service level agreement).
• Identify and implement process improvements.
• Maintain daily usage of the Customer 360 tool.
• Change notice management.
• Facilitate proper and efficient information flow in an effort to meet or exceed customer needs and departmental and division wide performance expectations.
• Ability to handle high-pressure, fast-paced environment requiring diligence to detail.
• Proven analytical and critical thinking skills.
• Ability to constructively manage conflicts and discrepancies towards positive resolution.
• Prioritizing customer demand to assist with improved product flow.
• Work with finance team to resolve customer credit requests.
• Strategic Accounts Management.
• Back Order and Back Log Analysis.
• Correct assignment for other Divisions request.
• Portal webs maintenance.
• Maintain safe, clean working environment in compliance with all Eaton safety standards, Life Saving Rules, and daily 5S+ requirements to help build a Zero Incident Culture.

Skills

Drive for results

Makes Decisions & Solves Problems

Demonstrates a Collaborative Style

Promotes and Champions Change

Business Acumen

Pursues personal development

Team work

Education

Bachelor degree

Tools

CRM software

SAP

VISTA

VOTW

Mentor software

Microsoft Office

Job description

What You’ll Do

Provide single point of contact for commercial support to our distributors and sales engineers and interact frequently with Eaton’s manufacturing plants and warehouses. Candidate should demonstrate the ability to manage multiple tasks.

Job Responsibilities

• Fulfill order management related activities for distributors
• Drive customer affinity by delivering exceptional Customer Service (meeting or exceeding phone and email metrics as well as team service level agreement)
• Identify and implement process improvements
• Maintain daily usage of the Customer 360 tool
• Change notice management
• Facilitate proper and efficient information flow in an effort to meet or exceed customer needs and departmental and division wide performance expectations
• Ability to handle high-pressure, fast-paced environment requiring diligence to detail
• Proven analytical and critical thinking skills
• Ability to constructively manage conflicts and discrepancies towards positive resolution
• Prioritizing customer demand to assist with improved product flow
• Work with finance team to resolve customer credit requests
• Strategic Accounts Management
• Back Order and Back Log Analysis
• Correct assignment for other Divisions request
• Portal webs maintenance
• Maintain safe, clean working environment in compliance with all Eaton safety standards, Life Saving Rules, and daily 5S+ requirements to help build a Zero Incident Culture.

Qualifications

Education level required

• Bachelor degree necessary.

Years And Area Of Experience Required

• Minimum 1 year customer interaction/support experience

Technical knowledge

• Knowledge of CRM software and SAP or VISTA
• Strong knowledge of Microsoft Office (word, excel, email, internet)
• Strong written and verbal communication skills
• Knowledge of Vista, VOTW and Mentor software
• Ability to speak, read, listen an write in English

Soft skills

• Drive for results
• Makes Decisions & Solves Problems
• Demonstrates a Collaborative Style
• Promotes and Champions Change
• Business Acumen
• Pursues personal development
• Team work